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Fox Rent A Car - Horrible Customer Service and I Never Received the Vehicle I Reserved!
Complaint
Review by mlwilliams on 2012-07-25
Rating: 
SAN FRANCISCO, CALIFORNIA -- FOX Sucks! I would give them (0) stars if it would allow me. I actually booked them through Expedia along with my flight and hotel. I thought it was quick and easy to book everything together. I did notice that the prices for the rental were very reasonable. However; their customer service is terrible, the worst!
I reserved a minivan because I had 6 people with me on vacation in San Francisco. The line at the SF Airport was the longest and slowest. When I got to the counter, "Jonas" was fine until I declined the extra insurance on the vehicle. He then continued to ask my cousin (the other authorized driver) 4 times if he wanted the extra insurance. He got pi**ed off when we didn't purchase it and said "Fine, it's your life".
Then he proceeds to tell us that the minivan is not available and he will upgrade us to an Equinox. Normally this would be fine, but we had 6 people and the Equinox only seats 5. So he promised that some minivans would be coming in that night and he would call me and meet me at the hotel and swap out our vehicle. So we agreed.
I never received a call and never received the minivan that night. I proceeded to call the SF office several times the next day, only to wait on hold for 20-30 minutes and never got anyone on the phone. When I finally spoke to someone, she was pleasant, and promised to send me a minivan asap. Again, it didn't happen.
I called again and ended up speaking to a rude lady in LA. She told me it wasn't policy to meet customers at the hotel and swap out a vehicle. And that I should be happy that I received an upgrade. At this point I'm furious. I didn't want an upgrade, what I wanted is a vehicle that can seat 6 people, not 5!!! I was in SF for 4 full days, and never had an adequate vehicle for my party. So we had to make other arrangements (including taxis) so when it was all said and done, we ended up spending way more than we would have with a REAL car rental company like Hertz or Budget, etc.
And I made sure to fill up the tank right before we turned it in, and they still charged me for 3 gallons of gas at $5.59 per gallon. I will NEVER use Fox again. Customer service is way more important than saving a few dollars, especially when we are on vacation from out of state and are trying to haul around 4 adults, two children, and all our luggage.
I reserved a minivan because I had 6 people with me on vacation in San Francisco. The line at the SF Airport was the longest and slowest. When I got to the counter, "Jonas" was fine until I declined the extra insurance on the vehicle. He then continued to ask my cousin (the other authorized driver) 4 times if he wanted the extra insurance. He got pi**ed off when we didn't purchase it and said "Fine, it's your life".
Then he proceeds to tell us that the minivan is not available and he will upgrade us to an Equinox. Normally this would be fine, but we had 6 people and the Equinox only seats 5. So he promised that some minivans would be coming in that night and he would call me and meet me at the hotel and swap out our vehicle. So we agreed.
I never received a call and never received the minivan that night. I proceeded to call the SF office several times the next day, only to wait on hold for 20-30 minutes and never got anyone on the phone. When I finally spoke to someone, she was pleasant, and promised to send me a minivan asap. Again, it didn't happen.
I called again and ended up speaking to a rude lady in LA. She told me it wasn't policy to meet customers at the hotel and swap out a vehicle. And that I should be happy that I received an upgrade. At this point I'm furious. I didn't want an upgrade, what I wanted is a vehicle that can seat 6 people, not 5!!! I was in SF for 4 full days, and never had an adequate vehicle for my party. So we had to make other arrangements (including taxis) so when it was all said and done, we ended up spending way more than we would have with a REAL car rental company like Hertz or Budget, etc.
And I made sure to fill up the tank right before we turned it in, and they still charged me for 3 gallons of gas at $5.59 per gallon. I will NEVER use Fox again. Customer service is way more important than saving a few dollars, especially when we are on vacation from out of state and are trying to haul around 4 adults, two children, and all our luggage.
Comments:
Posted by Alain on 2012-07-26:
You might want to bring this to the attention of the California Department of Consumer Affairs at http://www.dca.ca.gov Fox has had runs-ins with them before. It wouldn't hurt to also file a complaint at http://www.ftc.gov/bcp/index.shtml too, just for good measure.
Posted by bob932304 on 2012-07-26:
Dispute the fuel charge - just make sure you have your receipt that shows you filled the SUV within 5 or 10 miles of the rental return.
Posted by Drielli on 2012-10-01:
I am having a problem with this company in San Diego too. OMG, I can not understand the extra charges and the obscure clauses of the contract. They are not transparent with customers. They lead us into error! We rented a car for 3 days, and paid 218 dolars with insurance and gps, and in the end, we decided to extend, for more 7 days. I called the custumer service, and the stupid women told me that they would charge only 10 dolars per day only, not 16 dolars as the 3 initial days. When I was returning the car today, I was thinking of extend again for 5 days more, but we found out that the women on the phone was crazy, and the real rate was 26 dolars. The employee was so rude, and he did not understand any word, he is not an English Speaker. Guess what? That stupid women's name is Gabriela "Something", she is not from the USA also, so she does not speak good english, and always does a mess because of that. But in Brazil, when the employee does a mess, the company is responsible for that. To top it off, they charged two times in different credit cards! They said that the first one was not working, or didn't have any founds, then we gave another card, and they charged. I thought it was ok, but I called my Bank and checked on the internet and I find out that Fox charged twice, firstly in the Master Card, and after in Visa!!! And they refused to refound us. They are not professional. The management just said: "This is America, darling", as he was from The United States. No offense, but he even is from the USA, and was trying to put the blame on the country. People warned me about some kind of immigrants who use to live taking advantages of tourists! I am a lawyer, so, they did mess with the wrong person. I will call the police today and a Californian lawyer, to solve this problem. I think they use to take advantages from tourists, because they thint that tourists don't use to check the bills, and the credit card things. I hate this company!!!!
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